Emerging Digital Channels – Where Will Customers Engage Next?
BrandPost Bold360

Emerging Digital Channels – Where Will Customers Engage Next?

Long gone are the days of frazzled customers calling into a contact center from a home phone. These days, agents must engage directly with their customers through Facebook Messenger, mobile text, tweets, and video chat, among...

The Digital Experience – at the Center of Today’s Contact Center
BrandPost Bold360

The Digital Experience – at the Center of Today’s Contact Center

There once was a time when the only expectation placed on support agents was to deliver fast answers to pressing questions. But thanks to new and emerging technology solutions, customers now expect a fully digital experience when...

Understanding the Modern Mobile Consumer
BrandPost Bold360

Understanding the Modern Mobile Consumer

Research shows that 72% of consumers have abandoned a mobile experience because contact details were too difficult to find. That’s cause for concern given that more than half of consumers use mobile devices to research products or...

Proven Tips for Turning Customer Insights into Revenue
BrandPost Bold360

Proven Tips for Turning Customer Insights into Revenue

In today’s customer-focused world, it’s not enough to simply manage customer interactions. Yes – engaging the right visitor at the right time can significantly impact customer experience and drive greater revenue. But more...

The Evolving Contact Center – Highly Skilled Workers Plus Automation
BrandPost Bold360

The Evolving Contact Center – Highly Skilled Workers Plus Automation

Highly skilled agents can address customers’ needs with bulls-eye accuracy. But not all customer queries require the expertise of a live support agent. These days, agents are inundated with frequently asked questions (FAQs), many...

The 360-degree Customer View – From Historical Data to Real-time Intelligence
BrandPost Bold360

The 360-degree Customer View – From Historical Data to Real-time Intelligence

These days, immense amounts of data are flowing into organizations from various sources. Customer relationship management (CRM) systems, ticketing systems, engagement applications, website analysis – they all produce vast volumes...

The AI Revolution in Customer Service
BrandPost Bold360

The AI Revolution in Customer Service

Every time you order food delivery through a chatbot or ask your phone for directions in an unfamiliar city, you're interacting with artificial intelligence. AI has finally become truly usable, and that promises to transform...

What’s the Right Speed for Real-time Response?
BrandPost Bold360

What’s the Right Speed for Real-time Response?

Modern engagement solutions offer agents a 360-degree view of customer interactions that enable first-touch problem resolution.

Satisfying the Impatient Customer
BrandPost Bold360

Satisfying the Impatient Customer

Today's digital-savvy customers have no time for "good enough" interactions with your company. They expect to communicate with you at any time and receive an immediate, relevant response via whatever engagement channel they...

Revive Your Customer Relationships for Real ROI
BrandPost Bold360

Revive Your Customer Relationships for Real ROI

You may know a great deal about your customers, but if your service reps don't have access to that information at the moment it matters most, you might as well not have it at all. CRM systems are excellent at capturing, storing,...

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